I love Dr. K, but I just CANNOT with the office staff anymore. I have been going to this place for a number of years. I started going because they accepted Medicaid back when they were Orange Dental Group. I've had so many terrible issues with the office management, but I loved Dr. K and so I kept going to see him. However, I have met my limit with staff and will not be returning to this office ever again.
Some of the things I've encountered over the years:
1. Wait times are egregious. You might wait anywhere between 30 minutes to several hours. I once waited two hours in the waiting room for a cleaning and a consult with a dentist. By the time they got me to the back, I no longer had time for the cleaning because I had another healthcare appointment to attend. I told the hygienist that I just needed to see the dentist and she was rude to me and wrote nasty things in my chart, which I saw because she left it on the counter after she left the room.
2. That same day, when I was checking out, the office staff told me I needed another root canal. I told the staff this was not correct and not what the dentist had discussed and they proceeded to be rude to me and insist I needed a root canal. The dentist had to come out and tell the staff there was a mistake and that I did NOT need a root canal. No apology offered.
3. They will harass you. They will call you, text you, call you, and text you to verify your appointment, often several times a day, even if you confirm every single time. I once had them call me TWICE while I was driving on the way to my appointment after I already confirmed three times in various ways that I was coming. When I got to the office, I asked why they keep calling me and first nobody could even say who or why they called me. Then they said, "To see if you were coming."
4. They don't know what's going on with their own communications. On two occasions, they have called me multiple times and I've had to decline the call because I am a healthcare worker myself and cannot anwer calls immediately. When I have called them back not even 5 minutes later, they have put me on hold and then said they don't know why anyone called. One time, they actually denied that anybody called at all. Ma'am, it's literally in my call history and all I did was press return call.
5. They make mistakes in their records system. Recently, I went to the office for a filling and when I arrived, they tried to tell me that I met my maximum allowance for the year and tried to make me pay up front, out of pocket for fillings. I knew the math wasnt right because I had been tracking the insurance payouts according to my own patient portal, so I called my insurance company to ask how much had been paid out. According to THREE DIFFERENT insurance agents, I was nowhere near the maximum. I even put a representative on the phone with the office staff so they could talk to each other and the office staff argued with the insurance. The office kept saying they hadn't been paid for a prior date of service amd the insurance kept telling them that Number 1, payment had been issued and received by the office AND Number 2, even if there was a missing payment, it still would NOT bring me to my maximum. I asked the office to see my records and they denied me. The insurance agent on the phone told me to get a new dentist because they are flat out wrong. I've never been in a situation where insurance is begging to pay out more money on behalf of the patient and the doctor office won't accept it.
6. Most recently, the office manager called me and I again requested my records. She sent an ROI, which I signed, and I have not received my records and it's been two weeks.
I am filing a complaint with the insurance company for quality of care issues. I am not sure if I will take further actions against this office. As I said above, I really love Dr. K and he does good work, but the office management is AWFUL. Shout out to the one male office staff member because he's the only nice person there. read more
